IT Support Specialist

Role At a Glance WalterFedy is seeking an IT Support Specialist, based in Calgary, to support our Western Canada offices. You will provide structured, ITIL-aligned support across our end-user, network, server, data and security environments, working independently across sites while staying connected to a team based mainly in Ontario. The role offers the opportunity to take ownership of IT Support in the Western Region guided by our values of quality, client focus, teamwork, sustainability and community. What you will do • Provide structured Tier 2 support following ITIL incident, problem, change and knowledge practices within defined service levels. • Perform root-cause analysis and post-incident reviews; structured escalation to vendors and senior staff. • Assist in maintaining audit-ready documentation: runbooks, standard operating procedures and configuration records. • Administer and troubleshoot multi-site networks, including LAN/WAN, wireless, VLANs, VPN and Sophos and Fortinet firewalls. • Support security operations and cyber policy compliance: alert response, incident containment, vulnerability and patch management. • Administer Active Directory, Group Policy, Entra ID with MFA, Microsoft 365 and Intune. • Support Windows Server, VMware and Veeam backup and disaster recovery, including regular restore testing. • Support data management, including SharePoint/OneDrive, permissions and external-sharing governance. • Follow IT governance, change control and approval processes, including risk assessment and rollback planning for changes. • On-site and remote support for Calgary, Edmonton and other western offices: network, hardware and connectivity. • Work independently with written updates; travel across the West as required, occasionally east for cross-training; join on-call. • Manage end-user system imaging and deployment, including Windows images, Intune/Autopilot provisioning, standard builds and refresh/reimaging, following change control, approved standard builds and ITIL-aligned request and configuration records. • Deliver end-user enablement when required: onboarding, training, knowledge articles and adoption support for Microsoft 365 tools, documented in the knowledge base. • Support and administer AI tools, including Microsoft Copilot and Claude AI models, covering data access controls (permissions and sensitivity/oversight aligned with existing SharePoint/OneDrive governance) and agent management (deployment, access, lifecycle and monitoring), within change control and governance. • Apply business acumen and an understanding of business workflows to assess impact and determine support priorities. What you bring to the table • Diploma or degree in IT (or equivalent) and 2–4 years of IT support experience, including Tier 2. • Strong networking skills (TCP/IP, DNS, DHCP, VLANs, routing, VPN) and hands-on firewall experience. • Solid understanding of security practices, including MFA, EDR, patching and incident response. • Experience with Active Directory, Group Policy, Entra ID, Intune, and data management in SharePoint/OneDrive. • Experience with end-user system imaging and deployment (Intune/Autopilot, SCCM/MDT or similar) and device performance optimization; end-user training and enablement skills are an asset. • Experience with Windows Server, VMware virtualization, and Veeam backup and recovery. • Valid driver's licence, willingness to travel in Western Canada, comfortable working independently across sites. • Strong troubleshooting skills and excellent written communication • ITIL Foundation familiarity and experience working in an ITSM system. • Experience and knowledge of Copilot and Claude AI models, data access, and agent management. • Business acumen and the ability to understand business workflows to prioritize work by business impact. • Assets: PowerShell, and certifications such as CompTIA Network+/Security+, Cisco, Sophos or Fortinet. Life at WalterFedy As a national, innovative, multi-discipline design and construction collective, our ambition goes beyond great design – we are here to enhance the world around us. We need a team of agile, ambitious, and big-picture thinkers who share our drive to harness our collective talents to do something bigger. Our team is made up of the industry's best. We share a common commitment to questioning the ordinary, infusing everything we do with creativity, and challenging our industry to redefine what’s possible. How to Apply Please apply with your resume and use the link at the top of this page. You will be redirected to our internal application platform. WalterFedy strives to create a culture of inclusivity and diversity. We strongly encourage applications from all qualified individuals, including those from groups traditionally underrepresented in the workforce. We are committed to equal opportunity hiring practice and will not discriminate on the basis of race, religion, colour, creed, national origin, citizenship, status, age, sex, gender identity/expression, marital or domestic partnership status, or disability. Should you require an accommodation to participate in the application process, please contact or call 519-576-2150. Thank you for your interest in WalterFedy! Please note that we utilize AI-powered tools to enhance our recruitment process. These tools assist us in managing applications efficiently and ensuring a fair evaluation of all candidates. Rest assured, every application is reviewed by our recruitment team, and AI is used to support, not replace, our human decision-making.